Annie

Certainly, its disconcerting news to hear that you have had an overall negative experience. 
During our initial call you had spoken of your desire to add steps to your 30 + year old pool, citing the access difficulties increasing with age. You had quipped that you were unhappy with the feedback that you had received from some 5 or so pool companies saying that your only option was to install precast Fiberglass steps exterior to the pool thus requiring you to cut into the existing refurbished deck. I had discussed other options to include a Vinyl Over Steel Step option that could be built on the interior to not disturb any existing deck. You had some trepidation with this as an option based upon no one else having offered it. I had followed up with a detailed electronic presentation including drawings and pictures including the display of the Lazy River pool. The sole intention was to showcase the level of sophistication we were capable of and to provide you with comfort that it could be done as the step system was far less complex. You were very pleased with this option and proceeded with the step, bench and liner option.
From the onset you were advised of the difficulties that were omnipresent within the industry in
acquiring product and that we were reliant on distribution and manufacturing with no leeway. The
energies required to provide for this renovation between suppliers and you had accumulated at least 84 detailed emails, 100 text messages and several hours via telephone. This is approximately 5 times the effort normally required for this type of job and a substantial amount of that time was required to manage your inquests and requests. We had been clear and forthcoming on all accounts and provided you with information as it had become available to us. As time had elapsed, you had become more anxious to complete the job and understandably so. You knew full well that we were limited by availability and had shared several emails with you from the supplier so that you could see what we were up against. Your persistence in requesting information that we didn’t have had become taxing and counter productive. Certainly, in a perfect world we’d have loved to give you everything you had expected when you expected it, however it got to the point that you were advised that there was no purpose in constantly replying to you with the same answer and that we would respond with any new information as soon as it became available to us. It was at that point that we had assigned our site foreman, Mark, to be your point of contact for conveyance of redundant information.
We sympathize with you in experiencing the trials and tribulations along the way in procuring the final product during the difficult times we have been subject to with supply chain disruptions. It is our interpretations that the emotive component has driven at least some of the content of your review. You have cited several points that are quasi truths/facts, some of which based on supposition and devout of actual knowledge and factual information. Coming from a construction background doesn’t give rise to a well driller becoming a pool construction professional. The following is a shortlist of the aforementioned:
 Your claim (Paraphrasing for economy):
o “Photos of the work show errors in the stair installation with the pipes and metal not
laying flush to the pool wall.”

 Reality:
o Most of the photos were taken and sent by us to them for their records, we had
maintained transparency throughout. We had explained that we are installing a
symmetric step into an asymmetric 30 + year poorly constructed pool, gaps are part
of the process, they are insignificant, and the end product will look as it should.

 Your claim (Paraphrasing for economy):
o Josh never took any responsibility for the mistakes made and certainly made no effort
to ensure they were fixed prior to completion. The metal we questioned that was not
flush to the pool wall was never actually corrected as they figured it wouldn't matter
once the concrete was poured.

 Reality:
o The steel step and bench system were installed using square and plumb methods
and blended to best capacity, pinned with steel rebar, concreted in, supported with
6” concrete Sono tube supports, backfilled with gravel and concreted top. Pictures
included.

 Your claim (paraphrasing for economy):
o “Where Jordan completed work and found that the pool had not been cleaned, the
seams that were to be taped and prepped were not done or the tape was already
blowing in the wind.”
o “After having him work on our pool multiple days, we told Josh that we no longer
wanted Jordan to learn on our pool as the work is subpar and unacceptable.”

 Reality:
o Our records show that Jordan had only attended twice on his own. The first time to
drain and cut out old liner in base preparation for the measuring crew. The second
time was to tape as a make work project solely to appease the badgering. Protocol
dictates that all prep is done at the time of installation, any sweeping, cleaning or
taping would likely be compromised with any delay requiring it to be redone. There
were also very strong winds blowing dust, dirt, garden soils all over making it further
superfluous. The other 3 times were as an aid to Mark.

 Your claim (paraphrasing for economy):
o My husband ended up spending hours cleaning up the bottom and walls of the pool,
sanding the areas, priming the pool floor with galvanized paint, re-taping and prepping
for Marks installation of the stairs.

 Reality:
o Mr. had taken it upon himself, gave us no choice and appointed themselves a
discount, which in the end we were fine with as it was apparent that the control was
not going to be relinquished. Furthermore, there is a preset quantity of time
allotted to preparation, as outlined from the onset, and the extensive amount of
extra time required to fix the excessive rust and degradation would have been
bonified extra charges regardless. So, most of what Mr. did was to cut down on
potential extra charges for the overtime beyond what was allotted.

 Your claim (paraphrasing for economy):
o We had been informed that the liner could potentially be ready before Canada Day
but that did not happen. Then it was scheduled to be dropped in on July 9th, and no
one showed up.
o After sending a text to Josh regarding how frustrating this was, he replied that Mark
had told him there was a birthday and not to come etc. This is where communication
is PARAMOUNT. Communicate with your own clients and DO NOT rely on your
workers to do this for you.

 Reality:
o Any information conveyed was a direct relay from the supplier and qualified with
the disclaimer that it was what they advised and that until we have the liner in our
possession that it was to be used as a loose guide.

o Who is anyone to dictate to the company who is assigned as a point of contact. If
Foreman Mark was appointed, that’s who it is, remember there was a reason for this
and the information wouldn’t be any different.
o As for the birthday debacle.. Mrs. had been advised that we were to attend Saturday
July 9 th to install the liner. Then Mrs. advised Mark that there was a birthday and it
wasn’t convenient. Mark then re-arranged his whole day. Then we receive an email
voicing their dissatisfaction regarding us not showing up nor advising as such with a
call. Then on Monday, Mark receives an email from Mrs. sent at 1:13 A.M Saturday
July 9 th , notifying him that it was okay to attend and install the liner. Certainly
apologies are in order for not actioning a request sent at that time. Furthermore he
received it late as that was the weekend of the Rogers down service Rogers
customers grow increasingly frustrated on 3rd day without cell, internet service | CBC
News When I had addressed this with Mrs. she replied “OK”

 For the record:
o Annie: On June 5th, my family informed me that I had sent the wrong colour so I
reached out to Josh to hopefully change it. He acknowledged and said it was no issue
and to please send another email with the correct colour which he acknowledged and
apparently ordered and kept on file.
o Lido: We had received an email from Annie 5-30-22 5:37 PM advising of the liner
choice (Deep Blue Fusion). Then the same email was re-sent 5-31-23.
o Lido: We had received another email from Annie 6-5-22 Sunday 6:25 PM noting the
change in print to (Electric Aquarius). That information was passed to the supplier
the same day at 7:55 PM. Follow up with the supplier the following day
acknowledged the receipt and advised that it was caught in time and the change was
made.
o Upon installation it was discovered that the change had not been made and the first
choice is what was produced. The supplier admitted fault and advised that they’d
make another. Annie declined and accepted the liner as is. It should be noted that
the two prints are almost identical (Google it).

 Your claim (paraphrasing for economy):
o On the final installation day, Mark showed up alone to do the work. Surely this is not a
one-man job!!! My husband, my two daughters and a family friend of ours all showed
up to help. We had to use our own tools (shop vac) for the most part and had to send
our daughter to a pool company 20 minutes away to purchase items that were to be
supplied by Lido such as the main drain, main drain gaskets and skimmer screws. My
husband worked alongside Mark for 7 hours in the direct sun. Never once did Josh
show up to help Mark, inspect the work or to have a face-to-face conversation about
our concerns. My husband is in his late 60s and should NOT have had to do any work
for a company that we were paying to complete everything.

 Reality:
o This procedure is child’s play for a seasoned professional. The prep had mostly been
done by Mr. as he had taken it upon himself in the prior days, had been handsomely
renumerated by self appointment, and to hang a liner is a one-man job on this pool.
None the less it certainly adds for effect the elderly husband and children slaving in
the hot sun for 7 hours. They weren’t asked to help, and we had no choice, they
were going to be part of it and that was that.
o As for the main drains, they had oscillated back and forth several times regarding de-
activating them or keeping them with the final decision to exclude them only to again change their minds at the end leaving us scrambling for the parts of which
many suppliers were out of stock on.
o As for their concerns, I had expended several hours of talk time to go over and go
over again. Mark is a seasoned professional more than capable to instal high end
new builds let alone this pool liner and step.

 Your claim (paraphrasing for economy):
o We felt like the guinea pigs for this project due to the shoddy manufacturing of the
stairs and we are clearly paying the price now as my husband has had to break out the
concrete on our deck above the new steps in order to access the old pipes.
o Lido Pools did not conduct a pressure test to ensure everything was working properly
and did not catch the crack in the old jet where the eyeball screws in. It seemed that
Josh no longer wanted to communicate with us as the liner had finally been dropped
and did not care to take the time to ensure proper installation. The old jet is located
on the wall of the pool (pictured) had been cracked due to over tightening when trying
to attach the new pipes and joint to fit the new jet head, located in the new stairs that
Lido built and subsequently there is barely any pressure coming through the new jet
located in the centre of the top step. (pictured)
o As a result of the mistakes Lido made in the liner colour and the missing parts that we
had to purchase ourselves, we did deduct money that Josh never disputed. However,
we are now out of pocket, thousands of dollars to repair the damaged piping/jet as
well as concrete repair.

 Reality:
o Annie claims shoddy manufacturing of the stairs. They were masterfully installed
adapting to an imperfect existing pool. They are made of steel, stone and concrete
and will be there as long as the pool is.
o Annie muddles two separate issues, blending the “shoddy” stairs with an apparent
problem with the return jet. We had advised from the onset that they should
pressure test the existing plumbing pipes as they had an existing leak, as well,
consider re-plumbing all of the plumbing due to its age and condition. They had
replied that they didn’t want to disturb the deck and therefore re-plumbing wasn’t
an option and that they’d have to rely on the old pipes. We had also advised that
pressure testing doesn’t come without risks and that pressuring lines that we don’t
know the integrity of could result in damage to any part of the system.
o Where the steps had been designed had covered a pool return jet and therefore, we
had no option other than to extend it just as shown in the pictures. Annie now
claims that their 30 + year old fittings have now shifted onus back to us. Somehow
installing a liner and step system warrants the old plumbing that they were advised
about right from the start. So, if Mr. has to break up his own old deck to get to his
own old plumbing to fix it, it’s simply incommensurate to turn around.
o Making a blanket comment citing being out thousands of dollars is misleading. The
comment implied that it was caused by the pool work we did of which ceased at the
interior steel wall. The fitting was carefully installed slowly by me and was all that
could be done without breaking the deck on the other side and it was fine when we
left with no other advisement by them of other.
In conclusion, the last communication from Annie began with.

“Josh, Firstly, I would like to thank you and Mark for finally finishing our liner and steps. However, the road to completion was rocky, to say the very least.” She had then followed with a lengthy email
describing much of what she has posted here with the end noting the final payment amount excluding an amount she felt she deserved. Considering their contributions and our desire to end amicably it was an arrangement that we could live with and that was the conclusion. We have had no more contact from them so we wouldn’t be aware of any further issues, the noted unrelated to the scope of work that we had performed. Certainly, people have the right to voice their side of the story, it’s when it gets a little too colourful that we find it prudent to call out the inaccuracies. In closing we will say that indeed they are good people, salt of the earth, hard working and responsible. The “take control” part and constant second guessing us is something we aren’t used to, I’m sure their position is they had reason to. I believe that if we could have removed the constraints of covid that the situation would not have evolved to the point that it did. I full well sympathize and accept that they didn’t get the experience they had envisioned, nor had we imagined that we would have been involved in a situation such as that.
The reality is that the distributors and the manufacturers were inundated and claimed one thing and delivered something completely different. Primarily we are guilty of believing the claims presented to us by suppliers. In a normal year, things basically go as expected, in times affected so intricately by the supply chain issues the manufacturers used an unprecedented tactics to serve themselves, indeed they had written themselves a new set of rules out of necessity.
In the end, Annie received a top-quality product including a stair/bench system that she likely would not have had if not for choosing us. It will serve her and her family well for decades to come. We’re grateful for making that pool better than when we found it.

Furthermore, there is a preset quantity of time allotted to preparation, as outlined from the onset, and the extensive amount of extra time required to fix the excessive rust and degradation would have been bonified extra charges regardless. So most of what Mr. did was to cut down on potential extra charges for the overtime beyond what was allotted.